This is pretty much just a rant about trying to get fiber installed and the mostly poor customer service from 2Degrees and zero from Enable. I signed up with 2Degrees mid Jan and had not heard anything for a month so tried calling the call center, not very useful, 30 min on hold only to be told we don’t know try calling Enable… Their call center is even worse, cutting me off 3 times as the call was answered after 30min and the 4th time being told everyone was busy so we will call you back in the afternoon, which turned out to an afternoon almost be a week later.

 

Now this call did give me a little bit of information, according to the Enable employee my install was immediately put on hold because (2 Degrees told them) that we had a shared driveway – which we don’t, there are two separate driveways and it is very clear on the property files and even street view that it is not shared. This person also told me that it was 2Degrees responsibility to tell me that I needed to get the neighbor to sign a from giving them access, and that I was 2Degrees customer not theirs so it was not there responsibility, he also said that 2Degrees knew the install was on hold from the start. Basically either no one is taking any responsibility in this process or they are completely incompetent, that said it is 2Degrees who takes my money so the buck stops with them.

 

At this stage I tried calling 2Degrees again and actually got someone who was useful, her story pretty much contradicted the Enable story. She managed to get someone from Enable to call me back and start to get things going, however they were still trying to insist on the access form even though it is not a shared driveway…. Anyway after telling her I would put a fence up things started to move along. The scope and installation visits were booked, the fiber was run down the driveway and blown. Then on the install day I get a call (30min after the install booking time) telling me that the guy who was supposed to do the install had called in sick that morning so no one would be coming…. After I had taken a day off work to have the install done. Yes, it would have been useful to have known this in the morning then I could still have gone to work.

 

That now leaves me with a pretty big problem, I don’t have any more annual leave and I can’t afford to take unpaid leave with a mortgage and kids to feed, for another install appointment that someone may or may not show up to. Looks like my best option is to stay with our current ADSL and leave the Fritzbox sitting in the cupboard for a year or so Nice work 2Degrees and Enable.